Groove

Groove

Support, Simplified.

4.5/5 (59 reviews)

Groove Overview

What is Groove?

Deliver personal support to every customer. Your customers will never feel like they’re just a “support ticket” to you, and they’ll never know you’re using a helpdesk.

Work better together. Your whole team will be on the same page with assignments, private notes and follow-up reminders, all in one super simple shared inbox.

Our shared inbox brings everything together, making sure no support request slips through the cracks. Private notes, canned replies, assignments, and follow ups help agents close tickets faster and make collaborating with your team a breeze.

Groove has what other help desk lack:

Ease of Use
The Right Amount of Features
Pricing That Scales
Email collaborationMulti-Channel SupportSatisfaction RatingsCustomer Profiles

Groove Overview

Pricing

Starting from
US$12.00/month

Pricing options

Free Trial
Subscription
Value for money

Groove Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, India, Latin America, Middle-East and Africa, United Kingdom
Supported Languages
English

Screenshots

Groove screenshot: Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard.
Groove screenshot: Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard. Groove screenshot: Groove's Knowledge Base - Reduce your support volume and increase satisfaction with a 24/7 self-serve knowledge base. Groove screenshot: Groove's Reporting - Easy-to-understand reports that help you stay on top of the most important customer support metrics.

Groove Reviews

Groove Reviews

Overall rating
4.5
/
5
Excellent
36

Very good
19

Average
3

Poor
1

Terrible
0

Value for Money
4.4
Features
4
Ease of Use
4.6
Customer Support
4.6
93% recommended this app
Maxwel B.

Best way to manage your customer support network


Mayra P.

Groove Email Software + Knowledge Base

The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.

This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.


Andrew S.

Helps keep prospects warm and up to date.

Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face.


Ash K.

Longing for more features and better metrics

Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.


William T.

Manages our support inboxes with ease!


Maxwel B.
Industry: Marketing & Advertising
Company size: 2-10 Employees

Best way to manage your customer support network

Used Daily for 2+ years
Reviewed on 10/10/2019
Review Source: Capterra

Pros

My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.

Cons

Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Mayra P.
Industry: Nonprofit Organisation Management
Company size: 13-50 Employees

Groove Email Software + Knowledge Base

Used Daily for 1+ year
Reviewed on 27/02/2019
Review Source: Capterra

The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.

This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.

Pros

In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails.

In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.

Cons

The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.

Response from Groove Networks

Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website?

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Andrew S.
Industry: Computer Software
Company size: 51-200 Employees

Helps keep prospects warm and up to date.

Used Daily for 1+ year
Reviewed on 7/04/2020
Review Source: Capterra

Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face.

Pros

Helps me with my day-to-day sales grind. Tracks my calls, emails, linkedin messages, texts even, and integrates back into my Salesforce and ZoomInfo accounts.

Cons

Could have better tracking functionality, linkedin for example would be great to be able to track engagements.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

Ash K.
Industry: Computer Games
Company size: 13-50 Employees

Longing for more features and better metrics

Used Daily for 1+ year
Reviewed on 11/01/2018
Review Source: Capterra

Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.

Pros

Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).

Cons

Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

William T.
Industry: Nonprofit Organisation Management
Company size: 13-50 Employees

Manages our support inboxes with ease!

Used Daily for 2+ years
Reviewed on 6/02/2020
Review Source: Capterra

Pros

Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently!

Cons

Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.4/10
Based on 59 user ratings
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Groove Pricing

Groove Pricing

Starting from
US$12.00/month
Free Trial
Subscription
Value for money
Value for Money
4.4/5
Based on 59 user ratings
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Groove Features

Groove Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
CRM Integration
Calendar Management
Custom Fields
Customer Database
Customisable Branding
Customisable Reporting
Customisable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4/5
Based on 59 user ratings
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Categories

Additional information for Groove

Additional information for Groove

Key features of Groove

  • Add private notes to tickets
  • App Store for additional features
  • Assign support requests to coworkers
  • Customizable Support Widget
  • Detailed performance tracking metrics
  • Easy-to-create articles
  • Optional Knowledge Base
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Team and ticket tracking

Benefits

- Assign tickets to colleagues, insert canned replies, add private notes and more.

- Every customer’s entire conversation history in one place.

- Folders keep your support emails neatly organized.

- Metrics to help your team benchmark, set goals and get better.

- More than a dozen apps to make Groove fit your needs.

Groove FAQs

Groove FAQs

Below are some frequently asked questions for Groove.

Q. What type of pricing plans does Groove offer?

Groove offers the following pricing plans:

Starting from: US$12.00/month

Pricing model: Subscription

Free Trial: Available

Q. What are the main features of Groove?

Groove offers the following features:

  • Add private notes to tickets
  • App Store for additional features
  • Assign support requests to coworkers
  • Customizable Support Widget
  • Detailed performance tracking metrics
  • Easy-to-create articles
  • Optional Knowledge Base
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Team and ticket tracking

Q. Who are the typical users of Groove?

Groove has the following typical customers:

Mid Size Business, Public Administrations, Small Business

Q. What languages does Groove support?

Groove supports the following languages:

English

Q. What type of pricing plans does Groove offer?

Groove has the following pricing plans:

Subscription

Q. Does Groove support mobile devices?

We do not have any information about what devices Groove supports

Q. What other apps does Groove integrate with?

Groove integrates with the following applications:

Benchmark Email, Campaign Monitor, Constant Contact, Olark, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio

Q. What level of support does Groove offer?

Groove offers the following support options:

Online Support, Phone Support, Video Tutorials